Technical Support Engineer 4

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Challenge
The Adobe Digital Experience Customer Support team provides round the clock technical assistance for the Adobe Analytics Solution. We are the key contacts between customers and internal departments to maintain satisfaction and resolution to all customer issues. Premier Technical Support Engineers provide accurate and timely technical support to Adobe customers via telephone and portal. They manage support issues of complex and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. The Premier Named Support Engineer will also be the primary support contact for designated Premier Elite and Premier Enterprise customers and will carry out proactive projects designed to manage the risk profile of key accounts.
What you’ll do

• Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
• Provide customer support via telephone, web-conferencing and portal
• Act as a customer advocate ensuring all customers’ voices are heard
• Liaise with engineering/product management to ensure customers’ desires for future product development are heard
• Address customer concerns and questions, large and small, in an effective and timely manner
• Understand the real-world impact that issues and defects have on customers
• Work closely with customers to understand their business and how best to assist them in using the Adobe Analytics, AEP and CJA solutions
• Assist in testing new and enhanced product features
• Manage incidents professionally and within stated timelines
• Accurately record and maintains incident in accordance with department standards
• Troubleshoot, validate, and report customer submitted bug reports
• Assist Product & Cloud Engineering staff in resolving product issues
• Partner with Technical Account Managers when delivering outcomes for Premier Support clients.

What you need to succeed

• At least three years experience in a customer support environment in a high- tech setting; preferred having worked as a named/assigned resource for specific accounts
• Superb communication skills, both written and verbal
• Ability to systematically and effectively solve problems while ensuring customer satisfaction within stated service level goals
• Good ability to identify, research and quantify business problems using statistical analyses on large data sets
• Proven ability to diagnose and solve complex analytic implementation issues
• Experience with JavaScript, jQuery, HTML and CSS
• Experience with SQL and database management.
• Experience with data insertion and reporting APIs, SOAP, REST and PHP
• Thinks ‘out-of-the-box’ to creatively resolve advanced development problems
• Debugging of customer code
• Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
• Ability to multi-task and prioritize job requirements

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least 12:01 AM Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $91,500 -- $172,900 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.